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Custom field with the value "user.phone" from the integration with CTI

Roman Golebiewski over 3 years ago

Hello, we have article where where integration with PBX is described:

https://docs.microfocus.com/itom/SMAX:2020.05/ctiLiveSupport

And we have example:

https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=user.phone&field1Value=792-3599999

For a service request I need to add a custom field where the caller's phone number will be stored, obtained from this string from the value "user.phone".

Can I somehow intercept the value of this field and add on the form Live Support?

Parents

0 Brindusa Kevorkian over 3 years ago

Hello,

No, you cannot intercept the phone number. The attributes in the URL are used for identifying the Person record, not for editing the record.

If the phone number doesn't exist on the Person record, how will you identify who is calling and find the relevant Person record?

Best regards,

Brindusa
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0 Brindusa Kevorkian over 3 years ago

Hello,

No, you cannot intercept the phone number. The attributes in the URL are used for identifying the Person record, not for editing the record.

If the phone number doesn't exist on the Person record, how will you identify who is calling and find the relevant Person record?

Best regards,

Brindusa
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0 Roman Golebiewski over 3 years ago in reply to Brindusa Kevorkian

Hi, thanks for the reply.
If this attribute is passed and readable, why can't we get its value?
We use a billing system that records all calls and dialogs. Customers can call from different phone numbers, and by the end of the month, billing and processed requests are verified.
For example, we cannot set multiple phone numbers for one client in SMAX, because the system has a limitation of up to 3 numbers - office, mobile, home. But what about communication companies, who may have up to a hundred phone numbers for their clients?
We faced this problem as a customer.
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0 Brindusa Kevorkian over 3 years ago in reply to Roman Golebiewski

The attribute is used as input for finding the user who called, the call does not allow to update the phone number.
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0 Misaq over 3 years ago in reply to Brindusa Kevorkian

May be a new idea be created to get these accessible to studio/scripting. As these must be logged somewhere due to compliance/audit requirement.
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0 Roman Golebiewski over 3 years ago in reply to Brindusa Kevorkian

Hello, I don't need phone numbers to be updated, I want to add a separate custom field where I can write a value with the caller's phone number.
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0 Brindusa Kevorkian over 3 years ago in reply to Roman Golebiewski

Hello,

It is not supported, the number is used to lookup the caller.

Best regards,

Brindusa
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0 Vanhuyphu 8 months ago in reply to Brindusa Kevorkian

Hello, Brindusa

I wonder if there are something has changes after 2 years? A few people have the same concern.

Best Regards

Thank you in advance,
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0 Brindusa Kevorkian 8 months ago in reply to Vanhuyphu

Hello,

Nothing has changed, but it is not very clear what the original ask was. We already have two out-of-the-box fields to store the office and mobile phone numbers, and they will be used in the lookup. Why would you store in the custom field?

Best regards,

Brindusa
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Custom field with the value "user.phone" from the integration with CTI

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